EPCOR provides safe, reliable power, and clean water and wastewater services to the places where we live and work. It's not an easy job, but one that we all take pride in. EPCOR is a place where people choose to work. If you're looking to build a career with a company that values its employees' unique skills, talents, work styles and diverse experiences, EPCOR is the place for you. We're always looking for skilled, enthusiastic and highly motivated individuals who strive to achieve their potential. At EPCOR, it's about providing more. All we're missing is you.
Headquartered in Edmonton, Alberta, EPCOR is one of Alberta's Top 70 Employers and one of Canada's Top Employers for Young People.
EPCOR Energy Service's Contact Centre is the main point of contact for EPCOR customers regarding utility service and billing inquiries. Reporting to the Manager of the Contact Centre, the Service Consultants are accountable for providing customers with outstanding service and support for their inquiries including billing, payment negotiation and service requests. Once you have completed training we have opportunities to build your skills in a variety of different roles including sales and support for ENCOR customers as part of the deregulated competitive retail market in Alberta.
Brief Description
At this time we are accepting applications for up to 15 permanent part-time Service Consultants to join our team supporting regulated market customers. We will contact all qualified applicants with a commencement date of June 5, 2018.
Working in EPCOR's Edmonton Contact Centre is a rewarding experience. We offer convenient hours (Monday - Friday from 08:00 - 19:00, Saturdays 08:00 -16:30) and a high-tech workplace that is comfortable and safe. After a successful period in the office, we also offer a work-from-home alternative for qualified Service Consultants.
Detailed Description
Key accountability: Customer Service
- Answering customer questions and concerns over the phone or in writing
- Enrolling new customers into our computer systems
- Identifying calls, requests, and issues to be transferred to appropriate departments when necessary
- Working in a fast-paced environment
- Providing outstanding service and support to customers for their inquiries including, billing, payment negotiation and service requests
- Walking customers through managing their account online
- Promoting EPCOR's value and our products and services
Key Accountability: Customer Retention
- Contributing to customer retention by maintaining strong customer relationships
- Initiating first level problem solving and first call resolution
- Managing challenging customers and requests with professionalism
Key Accountability: Continuous Improvement and Problem Solving
- Identifying opportunities for process improvements or inconsistencies
- Bringing forward ideas and suggestions for improvements to Team Lead and/or Manager
- Implementing approved ideas and/or suggestions
- Initiating first level problem solving and first call resolution
During training you are accountable for:
- Learning to locate and use EPCOR's Contact Centre process and procedures
- Actively participating during classroom instruction, practice scenarios and online lessons
- Applying yourself to learn technical and soft skills required to best serve our valued customers
- Achieving a mid-course exam and final exam passing score of 80% or higher - open book exam
- Learning and executing advanced processes in Utility Information Systems (UIS) and Customer Relation Management (CRM) software
- Demonstrating knowledge of EPCOR's business and the utility industry
- Following processes relating to customer privacy and account management
Job Requirements
All successful candidates will be required to attend our paid 6 week training program divided into two sessions. The first section is 4 weeks in duration and is focused on Customer Account Management, followed by approximately one month on the phones returning to the classroom for an additional two weeks of training. The hours of work will be 35 to 40 hours per week during this training time, Monday to Friday between the hours of 8:00am and 4:00pm. When you are not in the classroom your hours will be between 20 and 29 hours per week with the potential for more hours upon request. We are not able to accommodate any requests, with the exception of approved vacation time, that would take you below the 20 hour per week minimum.
Other qualifications and experience the successful candidates will possess are:
- High school diploma, G.E.D. or equivalent
- A minimum of 2 years of recent (within the last 3 years) work experience in a Contact Centre, Sales or Customer Service environment
- Experience working in a utility, regulated, or corporate environment is highly desired
- Excellent verbal, written and nonverbal communications skills
- Fluent in English, both written and spoken is essential, ability to speak additional languages is considered an asset
- Demonstrable track record of positive performance, punctuality and schedule adherence
- Strong keyboarding skills and the ability to multi-task (typing while talking to customers)
- Resourceful with a highly developed attention to detail
- Strong computer background including experience with Microsoft Office suite of products (Outlook and Word)
- Competent use of the internet
- Discernible competence with approaching problem-solving with a positive attitude
- Recognized capability to handle confidential information with discretion
- Ability to work under pressure and adapt to change in fast-paced environment
- Shifts coincide with the Contact Centre's hours of operation (Monday - Friday from 08:00 - 19:00, Saturdays 08:00 -16:30); however, shifts and hours of operation may be modified based on operational requirements. Shifts are scheduled based on a combination of preference, performance and seniority
- Working knowledge of CRM, UIS, SharePoint and/or Internet Explorer are valuable assets.
- In your covering letter, please indicate:
- Name of the position you are applying for
- Your education (please indicate whether you have or have not attained a high school diploma, or GED)
- Training and/or experience you have in a Contact Centre, Sales or Customer Service environment
- Any relevant experience you may have working in a utility, regulated, or corporate environment
- Knowledge of CRM, UIS, SharePoint, Internet Explorer or MS Office Suite of products
To be successful in this position you must possess excellent interpersonal and customer service skills with the ability to establish and maintain positive working relationships. You are able to work effectively in and contribute to a team environment to achieve both individual and team goals while maintaining stable performance and emotions when faced with opposition or opposing viewpoints from others.
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Job: IRC41499
EPCOR Utilities Inc.
10065 Jasper Ave
Edmonton
Alberta Canada
www.epcor.ca
